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Medical Receptionist/Call Center Representative - Annapolis Office

Summary

For over 70 years Annapolis Pediatrics has provided superior healthcare to the infants, children, adolescents, and young adults in the Annapolis areas and surrounding communities.  We commonly care for children of former patients and are proud of the outstanding level of continuity of care Annapolis Pediatrics provides. 

 

Role

This position will split time between the front desk in our Annapolis Office and our Call Center. The candidate will be responsible for providing excellent customer service in person and over the phone. The candidate must demonstrate excellent professional and courteous communication skills, both written and verbal. Minimum of one-year previous experience in a healthcare environment required. Knowledge of medical terminology required.

 

Work Schedule

  • Monday – Friday 7:55 am – 5:00 pm (or last patient)
  • Sat/Sun: 1-2 weekend days per month. Weekends: 7:30 am - 1:00 pm (or until last patient checks out)

 

Duties and Responsibilities

Medical Receptionist

  • Meets and greets patients on arrival; Maintains patient accounts by collecting and updating personal and financial information; Collects all co-payments and balances at time of service.
  • Proficient use of the E.H.R. system as it relates to the Front Office/ Call Center Depts.
  • Answer and screen telephone calls in a professional manner.
  • Ability to effectively communicate with patients; Assists with managing the appointment schedule and provides updates to the provider or patient regarding possible delays.
  • Assists with any inquires when patients arrive without an appointment (i.e. form inquires, prescription request or medical record request.)
  • Ability to perform general office duties such as retrieve messages from voicemail; follow processes to route messages to appropriate dept; Maintains fax server,
  • Generate excuse notes for patients; Scans documents for patients E.M.R and task documents to appropriate provider.
  • Carries out any administrative task assigned by Practice Manager or Provider.
  • Follows HIPAA guidelines in maintaining patient confidentiality and Code of Conduct Policy.

Call Center Representative

  • Answer incoming customer phone calls from a multi-site medical practice and take appropriate action for each call.
  • Use company policies to determine if there can be an immediate resolution to a patient issue or if that issue requires managerial in-put.
  • Answer telephone promptly and in a polite and professional manner.
  • Obtain and enter accurate demographic information into EHR.
  • Schedule appointments accurately and review appointment date, time, location, and provider name with each caller.
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
  • Take messages from our multi-line voicemail system and in-put into a phone message accurately and with detailed information.
  • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
  • Act as a liaison for the patients and the practice.
  • Use sound judgment in handling calls, especially with upset patients.
  • Develop an understanding of when to escalate calls to manager or triage nurse.
  • Other reasonably related duties as assigned by supervisor or manager.

 

Experience and Qualifications

  • Associate Degree (Preferred) or equivalent combination of education and experience.
  • Two or more years of CUSTOMER SERVICE using an electronic medical record (EMR).
  • Excellent Communication, Interpersonal, Organizational, Administrative, and Customer Service skills. Bilingual in Spanish helpful.
  • Knowledge of Medical Insurance Plans and Payment policies and procedures
  • Medical terminology knowledge
  • Ability to pay attention to detail and multi-task in a fast pace environment.
  • Proficient in computer systems and navigation with MS Office software and utilize multi-line telephone systems.
  • Must be a team player and be able to work independently with daily responsibilities.

 

Interested candidates may send cover letter, resume, and salary requirements to:

Annapolis Pediatrics / Human Resources Dept.

[email protected]

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Annapolis Pediatrics is an Equal Opportunity Employer.

Annapolis Pediatrics offers a comprehensive benefit package to include health benefits, paid time off, disability benefits and a retirement plan.

As of the first day of employment, all new hires must demonstrate they are fully vaccinated for COVID-19 or must be willing and able to receive all required vaccinations including COVID-19.